We aim to provide a high quality of service for all our customers at all times, however, things go wrong from time to time. If they do, we need to know about it so we can put it right and learn from our mistakes.

A complaint is defined as an expression of dissatisfaction with regards to:

• The standard of service
• Action or lack of action taken
• Decision taken

We will always take complaints seriously and investigate them fairly and objectively.

All complaints will be handled confidentially and sympathetically.

When we receive a complaint we will:

• Send an acknowledgement letter or e-mail within 7 working days of receipt of the complaint to notify the customer this has been received.

• Investigate the matter and send a written response to the complaint within 20 working days.
• We will always apologise and, where appropriate, include an explanation of what went wrong and what we have done to put things right.
• The Company will keep a log of all complaints and will use the outcome of these and any remedial action as a positive method of monitoring our performance and to make continual improvement to our services.

A complaint may be made directly with full details of the dissatisfaction by post or email to info@vantagemedicals.co.uk